The difference between customer service and client satisfaction is all in the terminology, don’t you agree? I personally think it is time to move the focus from service into satisfaction.

I recently heard a great distinction between the differences: customer service is more of a reactive attitude whilst customer satisfaction is that of a proactive attitude. Being proactive in your business and with your clients is much easier than being reactive, and as we all know it is less expensive for us to keep our current clients rather than go in search of new clients all the time.

So how do you retain your current clients? Here are three quick tips:

a) Make sure that your clients’ expectations are meant. The way to do this is to make sure you are clear on the benefits your products or services provide. If you have been following me for a while now, you will know that I am constantly talking about how you need to be clear on the benefits and results your products and services provide. Clients will buy the product for the benefit but they will stay for the experience. You need to make sure the experience is worth staying for.

b) Re-affirm that the decision to buy from you is the correct decision. A simple way to do this is not to forget them after they have made the purchase. For example: check in with them 24 hours after the initial purchase and answer any questions they may have. Another way is to use your client testimonials for retention, not just in the initial pre-purchasing stage.

c) Treat each client as an individual, and take the time to find out who your best clients are. By understanding this you can increase the lifetime value of these clients. You spend so much time bringing these clients in, so why not do what you can to keep them? It might be that they don’t need to receive a discount on a current product, what they may need is an advance course or product to keep them moving forward.

There are so many different ways to meet and exceed the expectations of your current clients. If you’re not sure what you can do to keep your current clients with you, then why not book in for a 1-hour ‘Just in Time’ coaching call, and together we can brainstorm strategies that will allow you to continue to provide sizzling client satisfaction to your current clients. I look forward to supporting you as you grow and develop your business. Tweet